Refund and dispute policy

Giver-initiated refunds

• Within 30 days of the Gift: a Giver can request a refund through the app. If the Gift is still pending (within its 24h or 48h hold), the refund processes automatically. If settled, Xerish reaches out to your Organization to cooperate.
• Beyond 30 days: refunds are case-by-case. Organizations and Xerish admin together review.
• Recurring Gifts: the most recent cycle is refundable within 30 days; older cycles fall under the case-by-case rule.

Stripe disputes (chargebacks)

If a Giver disputes a Gift through their card issuer, Stripe handles the dispute process. Xerish supplies the supporting evidence (Gift record, IP, Organization status, post or fund context). The Organization is informed and may be asked for additional context.

Stripe takes the disputed amount out of your Org balance during the dispute window. If the dispute resolves in your favor, the funds return. If it resolves against you, the funds remain debited.

Organization-side cancellation of catalogue items

If you retire a catalogue item:

• Existing subscribers continue at their original price until they cancel. They are not refunded retroactively.
• The item disappears from new-subscriber views.

If an entire program ends and you can no longer fulfill the catalogue item''s stated impact, contact Xerish admin. The team will help you communicate the change to subscribers and offer them options.

Fraudulent Gifts

If you suspect a Gift to your Organization is fraudulent (e.g., a Giver used a stolen card), notify Xerish admin. Don''t move the funds. Xerish will work with Stripe to reverse the Gift cleanly.

What''s not refundable

• Top-up fees. The 2.5% card / 1.5% ACH top-up fee is non-refundable because the underlying processing cost was incurred.
• Voluntary Xerish tips on web fund giving. These are Givers'' deliberate Gifts to Xerish; they''re refundable on the same 30-day basis as normal Gifts, but follow a separate flow.

Doctrine

Refund policy is meant to be generous in spirit, honest in practice. A Giver who Gifted by mistake should get their money back. A Giver trying to retroactively rescind a Gift after the work was done is a different conversation. Xerish admin balances both.